Remote IT Support Engineer - Help Desk

Thrive; United States; On-site; USD 45,000 - 70,000; Full time

Job summary

Thrive is seeking a skilled IT support professional to deliver first-contact remote technical assistance for networks, servers, and end-user systems. You will create and update tickets and coordinate with engineers to resolve issues efficiently.

Ideal candidates have 2–3 years in a help desk role, strong communication, and familiarity with ServiceNow, Kaseya, and NinjaRMM. You’ll support Windows and macOS environments and participate in on-call rotations as needed.

Qualifications

• 2–3 years of IT help desk or service desk experience.
• Strong customer service and communication with users and teams.
• Experience with ServiceNow or similar ticketing systems.
• Familiarity with Windows 10/11, macOS, Microsoft 365.
• Basic networking: TCP/IP, DNS, DHCP.
• Able to work independently and in a team.
• Willingness for after-hours/on-call rotations.

Responsibilities

• Communicate with customers via phone, email, and chat with updates.
• Perform first response and triage of issues, document actions.
• Analyze workstation incidents and identify root causes.
• Ask clarifying questions and escalate to engineers when needed.
• Prioritize, code, and route service incidents and requests.
• Follow established best practices for task management.
• Set client expectations and maintain world-class service.
• Develop understanding of Thrive products and integrations.
• Document diverse client environments to find fastest resolution.

Skills

IT support experience

Customer service

Communication skills

Team collaboration

Tools

ServiceNow

Kaseya

NinjaRMM

RMM platforms

Job description

Thrive is seeking a skilled IT support professional to deliver first-contact remote technical assistance for networks, servers, and end-user systems. You will create and update tickets and coordinate with engineers to resolve issues efficiently.

Ideal candidates have 2–3 years in a help desk role, strong communication, and familiarity with ServiceNow, Kaseya, and NinjaRMM. You’ll support Windows and macOS environments and participate in on-call rotations as needed.